Senior Customer Success Operations and Automation Manager (m/f/d)

About Eye Security

Eye Security is a leading European Cyber-InsureTech company, providing enterprise-grade Managed Detection & Response (MDR) bundled with cyber insurance for SMEs across the Benelux and DACH regions. Founded by ex‑intelligence experts and backed by a €36M Series B, we are on an aggressive growth trajectory.

The Opportunity

To support our ambitious 2026 growth plan, we are building a digital‑first, automated customer journey for our Segment D customers. These are smaller accounts that require a consistent, high‑quality experience delivered efficiently at scale.

What You’ll Do

Design & Build the Automated Customer Journey

• Design and implement a fully automated customer journey for Segment D accounts using HubSpot and other CS tools
• Build scalable workflows, automated email sequences, and lifecycle triggers that deliver value to customers without requiring direct CSM involvement
• Develop automated value communication touchpoints (e.g., threat‑blocked notifications, security pulse summaries) to maintain customer engagement

HubSpot & Velaris Administration

• Own the HubSpot configuration for Segment D: workflows, sequences, templates, and reporting dashboards
• Collaborate with the Velaris platform team to set up health scores, automated alerts, and customer lifecycle stages specific to Segment D
• Integrate and optimise data flows between HubSpot, Velaris, and other relevant systems (e.g., Metabase)
• Build and maintain reporting dashboards to track engagement, health, churn risk, and renewal signals for Segment D

Process Design & Continuous Improvement

• Map and document the full Segment D customer journey — from contract signature through renewal — and identify automation opportunities at each stage
• Monitor automated touchpoints and iterate based on engagement data, NPS/CSAT scores, and churn signals
• Proactively identify gaps in the current automation stack and propose solutions
• Collaborate with the broader CS team and CS consultant to align automation with the overall scaling strategy

Churn Risk Management

• Set up early warning systems and automated intervention workflows to flag at‑risk Segment D accounts
• Design a lightweight, scalable renewal process for Segment D that minimises manual CSM effort
• Track and report on churn and retention metrics for the segment

What We’re Looking For

Must‑Have

• 3+ years of experience in a CS Operations, Revenue Operations, or Marketing Automation role, ideally in a B2B SaaS company
• Hands‑on HubSpot expertise: workflows, sequences, properties and CRM hygiene — you know how to build complex automations, not just use templates
• Strong process design skills: you can take a complex customer journey and translate it into a logical, scalable operational workflow
• Experience with CS platforms (Velaris, Gainsight, ChurnZero, or similar) — or the ability to learn quickly
• Analytical mindset: comfortable working with data, building dashboards, and making decisions based on engagement and health metrics
• Strong written English for creating customer‑facing email sequences and internal documentation
• Self‑starter with a bias for action — you can move from ‘idea’ to ‘live workflow’ with minimal hand‑holding

Nice‑to‑Have

• Experience in cybersecurity, insurance, or managed services
• Familiarity with Chargebee or subscription billing systems
• Exposure to customer segmentation models and scaled CS (tech‑touch / digital‑touch) methodologies
• Experience with NPS/CSAT tooling and survey automation
• Dutch or German language skills

What Success Looks Like (First 6 Months)

• A fully mapped and documented Segment D customer journey from onboarding to renewal
• A live, automated onboarding sequence running in HubSpot for all new Segment D customers
• Automated health scoring and churn‑risk alerts configured in Velaris for Segment D
• At least 3 key automated lifecycle touchpoints live and generating measurable engagement
• A reporting dashboard providing real‑time visibility into Segment D health, engagement, and renewal pipeline
• Demonstrated contribution to maintaining the low churn rate as the customer base scales

What We Offer

• A high‑growth, mission‑driven environment at the forefront of European cybersecurity
• The opportunity to build something from scratch and own it — this is a greenfield role with real impact
• A collaborative team that values operational excellence and continuous improvement
• Competitive compensation, including access to Eye Security’s standard benefits package
• Based in The Hague (hybrid), with flexibility for remote work